Our May Webinar on 'A Service Network Perspective to Evaluate Service Matching in Early Design' by Federico Barravecchia
Typically, companies struggle to differentiate their offer from others in a crowded market and new service-oriented strategies are often proposed to gain a competitive advantage. This paper introduces the concept of service network as a network of interconnected service systems which exchange resources and customers, achieving similar or different outcomes, and propose similar or different value propositions. Performances of a service system could be influenced by the other service systems that compose the network. Many cases of service networks can be observed in different contexts. The design of a service network necessarily includes actions aimed at the assessment of the relationships resulting from the service matching process, i.e. the process of combining a new service with one or more existing services. The aim of this paper is to present Service Relationship Deployment (SRD), a tool to support service designers when dealing with the service matching problem. Three key factors are considered to capture the essence of the SRD method: (i) the study of service networks based on a systematic approach that considers perceived quality; (ii) the analysis of the possible effects of a service matching on customers and on operational and protection resources (iii) a step toward incremental innovations based on the optimization of service relationships and on resource integration.
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